Job Details

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Service Desk Analyst- Part Time

Burgess Hill, Sussex, United Kingdom, £ £ - Annual Annual, Temporary


About the Role

The primary responsibility of the role is to be the first point of contact for our customer\'s end users, providing support through multiple channels including Telephone, Self Service and Email, and delivering high levels of resolution and Customer Satisfaction at this initial contact point. This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools.

Key Responsibilities- Service Desk Analyst

  • Receiving, logging, taking ownership, resolving and monitoring faults/requests throughout their life cycle, applying First Time Fixes to minimize User downtime.
  • Ensuring the highest levels of troubleshooting is applied to every customer contact made through the use of agreed processes.
  • Fully understanding and complying with client contractual SLAs, providing the highest level of service by meeting or exceeding those SLAs/KPIs and by proactively identifying process improvement opportunities within the department.
  • Ensuring all telephone calls and tickets are handled in accordance with quality standards set out
  • Ensuring strict adherence to security procedures at all times.
  • Working unsupervised to maintain the on-going demands of the service.
  • Collaborating with your peers and Team Leader to deliver service quality.

Required Skills - Service Desk Analyst

  • Experience working within a Service Desk
  • Advanced Knowledge of the use of and support of MS Office suites, specifically O365
  • Advanced Knowledge of the use and support of Windows operating systems, specifically Win 10
  • Working knowledge and experience supporting Citrix and Home working solutions (VPN/Network connect/Direct Access)
  • Experience of supporting and managing mobile devices
  • Knowledge of PC/Laptop builds and software installations
  • Previous use of a Ticket Management system

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Job Details

Part Time
Burgess Hill, Sussex, United Kingdom
£ £ - Annual Annual